The rise of store personnel : an exploratory study on how to utilize the grocery retail store personnel in the marketing of sustainable products toward consumers

• Main Authors: Borgström, Bendik, Knese, Felix
• Format: Others
• Language: English
• Published: Högskolan Kristianstad, Fakulteten för ekonomi 2020
• Subjects: Grocery retail store; store personnel; organizational identification; CSR ambassadorship; sustainable purchase behaviour; CSR training; organizational CSR communication; customers’ CSR knowledge; Business Administration; Företagsekonomi
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-20877

Globalization has influenced the grocery retail industry and the most impactful changes are the preferences and habits of consumers. The increased consumption of consumers is one of the habits that have created a demand for sustainable products. The sustainable products can be marketed towards consumers by the frontline employees. Therefore, this study aims to investigate how grocery retail store personnel can be used as ambassadors toward consumers that will result in sustainable purchase behaviour. To answer the research question, several interviews have been conducted. The interview with the grocery retail expert aided us in the formulation of interview questions. The four interviews with two ICA stores’ personnel provided us with the empirical data needed for reaching the conclusions. Findings reveal that the involvement of personnel in communication with the consumers has positive a positive outcome. In this way, they can be seen as CSR ambassadors and, therefore, efficiently market the organization. To achieve CSR ambassadorship, employees and consumers must enhance organizational identification. One conclusion is that consumers may reach sustainable purchase behaviour when CSR ambassadorship is developed in coherence with a grocery retail store.